ABOUT US
As the innovator in global cruise travel, Norwegian Cruise Line has been breaking the boundaries of traditional cruising for nearly 60 years. Most notably, the cruise line revolutionized the industry by offering guests the opportunity to design their ideal holiday on their preferred schedule with no assigned dining and entertainment times and no formal dress codes.
Today, the company invites guests to 'Experience More at Sea' by providing them with more to see, more to do, more to enjoy, and more value on their holiday. Its fleet of 21 contemporary ships sail to over 400 of the world's most desirable destinations, including Great Stirrup Cay, the company's private island in the Bahamas and its resort destination Harvest Caye in Belize.
Norwegian Cruise Line not only provides superior guest service from land to sea but also offers a wide variety of award-winning entertainment and dining options as well as a range of accommodations across the fleet, including solo-traveller staterooms, club balcony suites and The Haven by Norwegian®, the company's ship-within-a-ship concept. For additional information visit www.ncl.com.
Norwegian Cruise Line is a wholly owned subsidiary of Norwegian Cruise Line Holdings Ltd. To learn more, visit www.nclhltd.com.
BENEFITS
* Pension Scheme
* Private Medical
* Development Opportunities, partnered with Dale Carnegie
* Sales Incentive Plan
* 6 weeks - paid sickness
* Discounted Cruise Programme
* 25 days paid holiday + 8 Bank Holidays
JOB LOCATION AND LANGUAGE NEED
This is a remote role based in the UK.
Please note candidates applying for this role must be fluent in both written and spoken German & English for this role.
BASIC PURPOSE
This is a highly driven Sales and Customer Support role where you will be responsible for providing our Direct Guests and Travel Agent Partners with an exceptional standard of customer service, proactively securing bookings and maximising on all sales opportunities. You will service calls globally as part of the Follow the Sun initiative.
POSITION RESPONSIBILITIES
* You will receive and respond to inbound calls and emails, identifying customer requirements and matching the appropriate cruise with additional services.
* You will secure sales through service, whilst meeting and exceeding targets set by your Team Leader around sales conversion, bookings and revenue generation.
* Accountable for achieving set KPI’s around call handling, AHT, ASA, AUX code usage.
* You will build and maintain relationships with all Trade Partners and Direct Guests.
* Action fare quotations and bookings in accordance with company policies, using selling techniques to close the sale within the call.
* Maintain product and brand knowledge to aid the close of a sale and any guest queries.
* Responsible for securing and processing credit/debit card payment ensuring confidentiality and accuracy of all payment transactions.
* Build rapport and be proactive within the call to prevent any need for a second call to the company.
* Identify market and sales trends and feeding back to your Team Leader suggesting new initiatives to secure more sales.
* Establish and maintain a good working relationship with other team members, guiding, advising and helping others where appropriate enhance service levels.
* Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.
* To complete any necessary administration duties accurately and timely.
* To maintain departmental standards of dress code, office tidiness, time keeping and attendance, whether working in the office or remotely in a home office.
* To comply with all relevant legal regulations to ensure customer confidentiality and contact requests are adhered to.
EXPERIENCE
* Experience of working in a Sales and Customer Service environment.
* Previous experience of working within the travel/cruise industry or within a Contact Centre environment is desirable.
COMPETENCIES / SKILLS
* Knowledge of typical Contact Centre systems, CRM, Avaya, WFM, booking systems.
* You will be a confident, outgoing and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest and commitment.
* Excellent communication skills, interpersonal and negotiating ability and the ability to use your own initiative and intuition will be required in the role.
* A good level of computer literacy, a high level of attention to detail, plus strong organisational and time management skills, PC literacy in Windows, Outlook, MS Office and other associated applications.
* Self-driven, results orientated with a positive dynamic approach.
** If you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful**.